I cannot endorse this company due to my experience with their after-sales service and warranty support. My daughter bought her first vehicle here, which had some noticeable issues that the sales team addressed before the purchase. However, two months later, the vehicle required a new starter motor. We reached out to the after-sales team, who instructed us to take it to a local garage for diagnosis and send the quote to them. After searching for a garage willing to handle a warranty repair, we received a diagnostic price. When we contacted the company again, they informed us that we would have to cover the costs, despite their initial suggestion. The representative seemed unsure about the situation, which was frustrating.
We decided to make the long trip to their location and submitted the assessment stating a new starter motor was needed at a cost of £550, including labor. A few days later, we received an email stating that the starter motor was not covered under warranty, but they offered £275 as a goodwill gesture. This raised concerns about how often they might avoid their obligations.
After expressing our dissatisfaction, citing their warranty documentation which included starter motor coverage, the after-sales manager refused to discuss it with me. I suggested she speak with my daughter, who was understandably upset, but she insisted we send an email to request reassessment and abruptly ended the call. We formally disputed their decision and submitted a complaint along with their warranty documentation. In response, they offered to send us a new starter motor for £175 but insisted we handle the installation ourselves, which is not typical for warranty expectations. After several emails highlighting their breach of contract, they finally agreed to pay the garage's quoted amount, but never apologized for the distress caused to my daughter, who had been without her vehicle for weeks. I sympathize with anyone who attempts to utilize the warranty service, as it seems they often evade their responsibilities at the customer's expense. I cannot recommend them based on this experience.
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